Coordinator, Helpdesk at eHealth Africa (eHA)

eHealth Africa designs and implements data-driven solutions and technologies to improve health systems for and with local communities. eHA’s technology works in low connectivity settings and uses data to drive decision-making by local governments and partner agencies to get optimum results.

We are recruiting to fill the position below:

Job Title: Coordinator, Helpdesk

Location: Kano
Employment Type: Full-time

Purpose of the Position 

• The Coordinator, Helpdesk oversees day-to-day ICT support operations while also driving automation and integration initiatives across all organizational systems.
• This role ensures that employees and stakeholders experience seamless IT functionality, not just within traditional Help Desk services but across HR, Finance, Procurement, Operations, and other business units. By leveraging platforms such as n8n, Asana, and other workflow automation tools, the Coordinator helps streamline processes, integrate systems through APIs, and improve cross-departmental data flow.
• The role combines technical leadership with process optimization and digital transformation, enabling eHA to scale operations and achieve greater efficiency in service delivery.

What you’ll do
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:

• Oversee the complete lifecycle of helpdesk tickets, from intake to resolution, ensuring adherence to service level agreements (SLAs) and prompt issue resolution.
• Supervise and manage helpdesk staff, delegating responsibilities, monitoring performance, and fostering professional development within the team.
• Coordinate with IT infrastructure teams to facilitate issue resolution, system upgrades, and ongoing maintenance to optimize technical operations.
• Serve as the primary liaison between users and IT services, ensuring effective communication and responsive technical support.
• Implement automated ticket routing, notifications, and reporting, reducing response times and ensuring service level agreement (SLA) compliance
• Engage with vendors, suppliers, and internal stakeholders to address equipment requirements, procurement, and service needs efficiently.
• Act as the primary liaison between internal teams and external vendors, ensuring the seamless integration of hardware, software, and digital workflows.
• Coordinate procurement of ICT tools that support enterprise-wide automation and digital transformation.
• Collaborate across departments to assess and refine user support expectations, promoting continuous improvement in helpdesk operations.
• Analyze service request trends, generate detailed reports, and recommend enhancements to improve helpdesk efficiency and service quality.
• Design and implement automated workflows to improve routing, notifications, and reporting, reducing resolution times and ensuring compliance with SLAs for IT systems across units.
• Maintain accurate asset inventories and ensure compliance with software licensing regulations to support operational integrity.
• Contribute to the development of helpdesk documentation, user training materials, and operational tools to enhance knowledge sharing and support effectiveness.
• Organization-Wide Systems Integration & Automation
• Partner with HR, Finance, Procurement, Operations, and other departments to understand business processes and pain points that can be improved through technology.
• Design, implement, and maintain automated workflows using platforms like n8n or Zapier to streamline operations across multiple functions.
• Lead API-based integrations between enterprise systems such as NetSuite, Asana, Google Workspace, HR platforms, and Procurement tools to ensure smooth data sharing and process alignment.
• Continuously evaluate existing systems and recommend new tools or process improvements to enhance efficiency and reduce manual work.
• Build dashboards and reports to track performance metrics and inform decision-making at both the operational and strategic level.
• Ensure all systems comply with security, privacy, and data protection standards, aligning with eHA’s governance policies.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Computer Engineering, Software Technology, or other related field or equivalent years of education and work experience or any related field. 
• Minimum of 3 - 5 years working experience in IT Support experience/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
• Experience with enterprise platforms such as NetSuite, Google Workspace, Asana, and HR or Procurement management systems.
• Hands-on experience designing workflow automation with tools such as n8n, Zapier, or similar platforms
• Practical expertise in API integrations, including authentication, endpoint configuration, and troubleshooting
• Strong grasp of Windows OS, directory services, and remote support tools.
• Ability to translate business requirements into technical automation solutions that scale across departments
• Proficiency in English is required for both verbal and written communication.

Who you are:
The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform this job.

• Operations Management: Oversees support workflows, optimizes team performance, and ensures seamless service delivery.
• Customer-Service Centered: Prioritizes user experience through responsive, efficient, and solution-driven IT support.
• Automation-Driven Innovator: Skilled at identifying opportunities to automate processes across multiple departments using platforms like n8n and other workflow automation tools
• Metrics-Driven: Leverages performance data to enhance helpdesk operations, streamline processes, and drive continuous improvement.
• IT Knowledgeable: Applies technical expertise to troubleshoot, resolve escalated issues, and support system reliability.
• Systems Integration Expert: Strong understanding of API integrations and how to connect diverse systems to create cohesive, scalable solutions
• Cross-Functional Partner: Builds strong relationships with HR, Finance, Procurement, and other teams to align technology solutions with business needs
• Collaborative Facilitator: Builds strong cross-functional relationships to address IT challenges and improve organizational efficiency.
• Adaptable Decision-Maker: Balances user needs with service capacity, compliance requirements, and operational best practices.

Certifications and Licenses:

• ITIL, CCNA, MTCRA, CompTIA Network+ certifications or the equivalent are desired
• Certifications in cloud platforms (Google Workspace Admin, Microsoft Azure, or AWS) or automation tools are a strong plus.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:
Click here to apply online